Making a complaint

Options for informal resolution

We ask that you make us aware of any problems you are encountering or issues you have with any University process as soon as they arise. The sooner we are made aware of any issue the chances of an effective resolution being implemented, the prevention of the issue getting worse and the prevention of any new issues developing are all increased.

Before making a complaint, we ask that you consider the following sources of support and feedback mechanisms when a problem is first identified:

1. Discuss the matter with the member of staff concerned.
2. If Option 1 is not favoured/possible, discuss with Programme Leader or Personal Development Tutor to see if they can assist with a resolution.
3. Raise any issues with the Class Representative who can in turn raise through the Staff-Student Liaison Committee and Programme Board of Studies processes.
4. Make contact with a member of the Edinburgh Napier University Students' Association's advice team ENSA Advice. Advice provided by this service is independent of the University and ENSA Advice staff can assist and advise on a number of issues.
5. Contact the University’s Complaints Team for advice by contacting complaints@napier.ac.uk

Academic Judgement

If we believe any complaint submitted is based purely on a question of a member of staff's academic judgement then it will not be upheld. For example, we will uphold complaints where it is proven teaching, supervision and assessments have not been delivered as outlined in the module descriptor without adequate mitigation being put in place or where it is found you have been in receipt of poor service. We will not uphold complaints made on the basis of you suggesting you believe you deserve a better mark without evidencing why you believe you were disadvantaged and how this impacted your assessment performance.

The decision on whether any matters pertaining to a complaint are purely challenges of academic judgement will rest with the staff investigating the complaint in conjunction with senior academic staff. Those termed as senior academic staff include School Academic Leads, Programme Board Conveners and members of the University's Senior Leadership Group. In such cases, senior staff may wish to take advice from a Professor or senior academic expert from the subject area concerned.

Support with Complaints

You may also wish to contact a member of University Academic or Administrative staff such as your Programme Leader, Year Tutor, Personal Development Tutor (PDT) or a member of School Office administration staff.

All students have the right of access to the ENSA Advice service provided by the Edinburgh Napier Students' Association (ENSA). ENSA can help you make a complaint and support/accompany you during the process. They can also assist you if you are subject to a complaint.

To guarantee you will get to see someone and to avoid a wasted journey, contact via email or telephone is preferred in the first instance to determine a suitable appointment time. Drop in appointments may be available though no guarantee can be made that you will be able to see someone straight away, or even on the day, on a 'drop-in' basis.

Dealing with a complaint made anonymously/protecting a complainant’s anonymity

Our CHP states that we will consider complaints submitted anonymously if there is enough information in the complaint to enable us to make further enquiries. If, however, an anonymous complaint does not provide enough information to enable us to take further action, we may decide not to pursue it further. However, the University may give consideration to the issues raised, and will record the complaint so that corrective action can be taken as appropriate.

Any decision not to pursue an anonymous complaint must be authorised by the University Secretary or their nominee. If an anonymous complaint contains serious allegations, it should be referred to the Dean of the School/ Director of Service concerned immediately for consultation with the University Secretary.

On rare occasions we may withhold the name of a person making a complaint during either stage of the CHP but this will only be done in exceptional circumstances with the recognition that withholding names may mean that it is not possible to investigate/pass judgement on the complaint.

Students Subject to Complaint

Students are reminded of their obligation to adhere to the Student Conduct Regulations, the Student Charter and the Campus and Classroom Student Code. Any complaints we receive about our students, be they from a fellow student, member of staff or member of the public, will be taken very seriously and if there is suspected misconduct sanctions, including potential exclusion from the University, may be applied.

If you are subject to a complaint, the support offered in the Support with Complaints section above is available.

Reporting Verbal or Physical Abuse

All users of our campuses should be able to do so without fear of being subject to any form of verbal or physical abuse. Download our guide to reporting assault, abuse of harassment (PDF, 464 kB) .

Individuals may also report abuse and harassment via our Report and Support page.

Unacceptable Actions Policy

We believe that complainants have a right to be heard, understood and respected. Occasionally, the behaviour of individuals using our Complaints Handling Procedure may make it very difficult for us to deal with their complaint. In a very small number of cases, the behaviour becomes unacceptable because it involves abuse of our staff or our processes. When this happens we have to take action to protect our staff. We consider the impact of the behaviour on our ability to do our work and provide a service to others. Our Unacceptable Actions Policy explains how we will approach these situations.